https://dudodiprj2sv7.cloudfront.net/product-logos/VV/8v/H2UIF0QCLPTT.PNGSymantecSymantec ITSM - A wobbling king of ITSM2017-08-28T22:09:46.029ZSymantec ITSM is used as our primary workstation management tool for 25k end points. The primary purpose is to image workstations, install software remotely enterprise wide, site wide and individual installs. It is also used as the primary inventory tool for hardware and software to provide IT lifecycle reports. We were able to hit 98% patch effectiveness using the ITSM tool with 2 primary sys admins.
Here is a link to a full case study covering our use case: https://www.symantec.com/content/dam/symantec/docs/customer-success/adventist-health-en.pdf,End to end workstation imaging with a 45 minute average for OS, drivers and base software with only 1 technician touch to name the workstation.
Application usage reporting on what software is being used and how much - broken down by site, department and user.
5% of managed workstations were patched.
IT lifecycle reports were automated with live inventory feeds to enable purchase reports.,Product is complex due to its ability to be customized - Requires a knowledgeable Sys admin to manage.
Serious questions on how much Symantec is going to support product development going forward. Microsoft keeps pushing SCCM is free and that is a hard siren for VP's to resist - even it if its wrong.,10,Create and manage Weekly, monthly and yearly enterprise reports on IT activities using ITSM tools. Accurate IT Lifecycle forecasts reduced purchases by 10%
Reduced Workstation imaging process from 4 hours to 1, with only 1 5-minute physical touch per machine. Savings of $196k monthly 2.3M yearly Labor cost savings
Reduced Team Software package time from 30 hours to 10 hours with Better Project Management – 7000 hours were saved during the recreation of the software library
Reduced Packages from 5800 to 350 packages - implement Software Life-cycle Management at the same time
Increased inventory accuracy reports from 55% to 99.5% of all known company machines
Reduced staff to operate Systems Management tools from 22 people to 4,Microsoft System Center Configuration Manager, Tivoli, Spiceworks and BMC Client Management,Rapid7 NeXpose, Heat Service Management, Microsoft SQL Server,Yes,8,Yes,During a really bad software bug support call my support rep at 4:30pm said I will be their tomorrow. He got on a plane that night and flew to my location. We fixed the issue the next day after he was able to watch it up close in person. A different issue and a different year, backline actually wrote, tested and installed code for me 1 day after reporting it.,Inventory
Software package deployment
Patching,Stacking packages together in a policy requires thought to make sure all the packages integrate.
The license contract module can be difficult to link the various sections together. It has gotten a lot better in version 8.1.
No current ability to integrate natively, barcode software into the Asset module. It is a partner application that requires a separate purchase and setup.,No,9Shawn Mayhew

Symantec ITSM is used as our primary workstation management tool for 25k end points. The primary purpose is to image workstations, install software remotely enterprise wide, site wide and individual installs. It is also used as the primary inventory tool for hardware and software to provide IT lifecycle reports. We were able to hit 98% patch effectiveness using the ITSM tool with 2 primary sys admins.

I would recommend Symantec ITSM to any company over 250 endpoints seeking to effectively manage their endpoints with a customizable tool. The ability to manage your workstations end to end using imaging tools, software deployment, inventory, workflow engine, reporting tools and end user support is awesome.